May 21, 2025

The recent Black Book Research survey highlighting Canadian patients' frustrations with digital health systems confirms what we at Healtheon have been addressing through our transformative healthcare platform: Canada's healthcare system needs technological solutions that connect patients with providers while reducing administrative burdens.

Bridging the Digital Divide in Canadian Healthcare

The survey results released on May 17th reveal a healthcare system where consumer demand for digital tools is high, but satisfaction remains disappointingly low. At Healtheon, we view these findings as validation of our mission to transform healthcare delivery through innovative technology that makes the system work better for everyone.

The Interoperability Crisis

When 97% of patients report having to repeat their medical histories across different healthcare settings and only 17% believe their providers effectively share information, we're witnessing a fundamental breakdown in care coordination that directly impacts health outcomes.

Healtheon's platform addresses these challenges through:

• Seamless patient-clinic two-way communication

• Team-based care coordination for comprehensive patient support

• Access to our network of 4,000+ specialists for Virtual Specialist Case Reviews

• AI-enabled tools that streamline operations while improving patient experience

The Digital Access Gap

The survey's finding that rural and lower-income Canadians face barriers to digital health tools aligns with our commitment to supporting underserved communities. Our work with rural towns and communities facing physician shortages demonstrates our dedication to healthcare equity.

Our approach prioritizes:

• AI voice assistants for elderly patients who prefer speaking to typing

• Digital solutions designed to work in areas with limited connectivity

• Community-centered healthcare models that ensure continuity of care

• Affordable implementation options for rural communities

Beyond Virtual Care

While 62% of survey respondents have used virtual care with general satisfaction, the 54% who reported lack of follow-up highlights that digital health must extend beyond the virtual appointment. True digital transformation connects every touchpoint in the patient journey.

Healtheon creates continuity by:

• Eliminating frustrating phone calls for appointment scheduling through online booking systems

• Enabling secure messaging between patients and clinic staff

• Supporting team-based care for earlier and faster interventions

• Streamlined administration for rapid response to patient needs

Leading the Way Forward

As healthcare stakeholders gather for e-Health Canada 2025 in Toronto, this survey should serve as both a warning and an opportunity. The problems identified aren't new, but the growing consumer dissatisfaction suggests we're reaching a tipping point where addressing these challenges is no longer optional.

Raymond Rupert, MD, MBA, CEO of Healtheon Canada, notes: "As a doctor with 40 years of experience, I've witnessed the decline in healthcare. Modernizing primary healthcare is vital. Embracing innovation benefits both providers and patients. Healtheon opens doors to a future where healthcare is advanced, accessible, and compassionate for all."

Our Commitment to Canadian Patients and Providers

The survey urges stakeholders to prioritize seamless interoperability, user-friendly platforms, inclusive design, and real-time access to data. At Healtheon, we're already delivering these solutions through our comprehensive approach that works within Canada's public healthcare system, not outside it.

By focusing on prevention and wellness, empowering providers with efficient tools, and helping communities build sustainable healthcare models, we're addressing the root causes of the frustrations identified in the Black Book Research survey.

For healthcare organizations looking to address these challenges, Healtheon offers proven solutions that transform the Canadian healthcare experience for patients, doctors, and health system planners alike.

Contact: info@healtheon.ca support@healtheon.ca

About Healtheon: Healtheon is establishing a new standard of excellence in primary healthcare by providing technology solutions and support services to help medical clinics operate more efficiently while improving patient care. Our core offerings include clinic management software that streamlines operations, team-based care coordination tools that reduce physician workload, revenue optimization solutions, and continuity of care for clinics facing physician shortages or retirement. We work within Canada's public healthcare system to make it better for everyone.